Mentor and support the client services team to provide world class services and ensure the efficient operation of the function.  

May monitor call queues, call volume, and other metrics. Ensures the volume of work produced meets product/service standards and exceeds quality standards. 

Sounds knowledge of Financial Products such as Forex, Commodities, Index.  

Provide proactive and timely support for clients, conducting platform demonstrations and maintaining general after-sales support 

Provide excellent and high calibre client service to ensure a positive experience for all clients, focussing on getting it right first time, acting as a brand ambassador in all client interactions 

Responding to clients enquiries and providing clients with product knowledge to ensure optimum utilisation of products and platforms 

Proactively identify opportunities to improve the client experience.  

Maintain KPI and SLA targets, both Individually and as a team 

Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.  

Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required.  

Proactively identify and cross sell additional products and services to existing clients  

Take ownership for ensuring accurate client information is recorded in relevant internal systems (e.g. Pega) in a timely manner if required.  

Participate in targeted outbound calling incentives 

Conducting product training for new starters as part of the induction and buddy program 

Ensure compliance with CMFAS certification, including annual CPD points 

Other duties as appropriate to the position